This interactive guide creates a launch plan, based on your suite plan and channels. Many steps are optional, depending on your needs. The order of launch tasks is important, because there are some dependencies.
Select options to build your custom launch plan.
Setting up
Planning | |||||
Planning your support solution | How to | ||||
Defining your organizational structure (More information) |
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Add groups | Overview | How to | |||
Define custom roles | Overview | How to | |||
Customize user fields | Overview | How to | |||
Create organization fields | Overview | How to | |||
Create organizations | Overview | How to | |||
Defining your customer support experience (More information) |
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Create brands | Overview | How to | |||
Set business schedules | Overview | How to | |||
Create custom ticket fields | Overview | How to | |||
Configuring settings and access (More information) |
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Configure security settings | Overview | How to | |||
Configure end-user settings | Overview | How to | |||
Defining ticket routing and workflows (More information) |
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Configure routing | Overview | How to | |||
Create triggers | Overview | How to | |||
Create automations | Overview | How to | |||
Create SLA policies | Overview | How to | |||
Create views | Overview | How to | |||
Create macros | Overview | How to | |||
Adding people (More information) |
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Add agents | Overview | How to | |||
Import end users | Overview | How to |
Setting up your channels
Setting up your email channel | |||||
Add support addresses | Overview | How to | |||
Customize email notifications | Overview | How to | |||
Setting up your help center and creating your knowledge base (More information) |
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Enable your help center in setup mode | How to | ||||
Brand your help center | How to | ||||
Add categories and sections | How to | ||||
Add knowledge base content | How to | ||||
Set Guide roles for agents | How to | ||||
Create user segments | How to | ||||
Create management permissions | How to | ||||
Change the URL of your help center | How to | ||||
Configure autoreplies with articles to deflect requests | How to | ||||
Setting up messaging (More information) |
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Configure the Web Widget for messaging | How to | ||||
Configure Zendesk messaging for Android and iOS apps | How to | ||||
Add a conversation bot to your messaging channel | How to | ||||
Customize the bot with answers | How to | ||||
Route messaging tickets and notifications | How to | ||||
Give your agents access to messaging | How to | ||||
Setting up the voice channel (More information) |
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Prepare your network | How to | ||||
Understand Talk number availability | How to | ||||
Enable Talk | How to | ||||
Give your agents access to Talk | How to | ||||
Add telephone numbers | How to | ||||
Configure general settings | How to | ||||
Create greetings | How to | ||||
Configure individual number settings | How to | ||||
Configure voicemail options | How to |
Going live
Training your agents (More information) |
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Get familiar with the Agent Workspace | How to | ||||
View the agent guide | Guide | ||||
Testing before going live (More information) |
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Use the premium sandbox to test changes | How to | ||||
Going live to customers (More information) |
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Set up email forwarding from an existing address | Overview | How to | |||
Configure voice channel call forwarding | How to | ||||
Activate your help center | How to | ||||
Embed Zendesk messaging into your help center or website | How to | ||||
Embed Zendesk messaging into your mobile app | How to | ||||
Add your social messaging channels | How to |